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Account Management

Account Management

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Account Management

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Presentation Transcript

  1. Account Management August 1, 2013

  2. 22 Responses • Rating • 1 = Complete responsibility • 3 = Shared / Joint effort • 5 = Little to no responsibility • Interpretation considerations • Consider how you want to display the responses and how you ask the question Survey …heads up – no fun pictures or graphics and can’t compete with Rebecca’s presentation!

  3. What is it • What it’s called • Change in needs • Assigning Accounts • Skill set • Compensation • Management • Sales • Implementation • Online • Templates / Process • Reporting • Data analysis • Customers events • Customer Recognition • CRM Tools • Surveys • SLA’s / KPI’s • Global • Operations • Training Discussion Topics

  4. Account Relationship Monitor spend Proactive Present Value-add Technology Grow business Reporting Police policy Account Satisfaction What do you define as Account Management? Strategic Main point-person Trends Project Management Benchmarking Manage ALL aspects of program Educator Data Analysis Benchmarking

  5. “Account Management is the primary strategic contact for our clients after launch /implementation. They strive to implement proactive, program development initiatives and serve as the driving force behind our long-standing relationships with clients.” The Travel Team says…

  6. “Centralized point of contact for a customer that understands the customers business which in turn helps determine and shape their business needs. Being pro-active in monitoring monthly, quarterly and annual spend. Analyzing the spend data to leverage applicable suppliers for discounts and also identifying ways for a customer to save money such as travel patterns and habitual travel policy violators. Being easily accessible to the customer so they feel important and that their needs are taken seriously and to build and maintain the relationship. Being responsible for client retention, renewals and adding potential programs to further grow their business.” Travelink American Express says…

  7. “The role is to synthesize client needs, identify solutions and implement and maintain these solutions on an ongoing basis. Being a consultant, technology road mapping, optimizing online servicing solutions. Business planning, quarterly and annual reviews, and ultimately responsible for the day to day travel program management. They need to drive grow, value-add and client focused solutions and increase retention.” Corporate Travel Planners says…

  8. What do you call “IT”

  9. Technology and product knowledge • Knowledge of account • Benchmarking • Best Practices • Risk Management • Ownership – Dedicated • Expense Management • Program uniqueness • More outsourcing • More traveler centric • Good data How has Account Management changed over time?

  10. “More and more customers are moving away from relationship account management and towards strategic account management including negotiating deals and recommending best practice. Value for money is key.” Cain Travel How has Account Management changed over time?

  11. 53% responded on account $ volume • “All accounts have an assigned Account Manager” • Account Manager vs. Customer Service or Inside Account Manager • Other considerations • Reporting needs • Customer industry involvement • Consolidated vs. unconsolidated • SLA requirements • Do you have a system for “categorizing” your customers? (based on $ volume, complexity, importance, etc.?) Factors of when you assign an Account Manager

  12. Operations background • Sales background • Customer Service • Project Management • Industry supplier experience • Other industry experience • Other? Skill set and experience needed for “Best in class” Account Management

  13. Salary range • Bonus program? • Exempt vs. nonexempt • Training – initial and on-going • Report to • Do your AM’s have company paid • Smartphones, Laptops, Wireless routers, iPads, Webinar account, other? • Other necessary resources needed to perform job functions Compensation / Management

  14. Office or telecommute • Do you survey your customers on AM satisfaction? • AM involvement in BTA’s, GBTA, ACTE, Purchasing organizations, other? • How do you know you have a successful AM? How do you measure their productivity? Compensation / Management

  15. Sales Involvement

  16. Account Manager or separate position • Individual or group effort • Typical timeline • Other? New Account Implementation

  17. Account Manager or separate position • Sales demos • End-user training • Implementation • Post-implementation administration & support • Help Desk • Staying up on industry & enhancements • Other? Online tools

  18. Online tools

  19. Templates / Processes

  20. Standard templates • Meeting Agendas, Travel Management Plans, Reviews, Travel Alerts, etc. • Consistent marketing & messaging • Documented processes • Storage, maintenance and communication of new & changes • Other? Templates / Processes

  21. Reporting / Data Analysis

  22. Tool experience • Data experience • Reporting support • Clean data • More POS data gathering • billable / nonbillable • Variable project #’s • Why they didn’t book preferred • Why they book online • Various rule class reporting needs • Agent vs. Online consistency and affects on front line and user experience Reporting / Data Analysis

  23. Do you have the capability or do you report on the following with customers • Phone stats • Accuracy • Email stats • Value adds • Recorded phone calls • System down time • Other Reporting / Data Analysis

  24. Account Management function? • What type of events & recognition • Customer forums • Partnership anniversaries • Funerals • Special customer news • Birthdays • Joint with suppliers • Other? Customer Recognition / Events

  25. CRM Tool

  26. Regular event or only as needed? • Who creates? • Typical questions & more unique questions • Facilitation: Survey Monkey, Itinerary link, website, paper, email, etc. • Analysis and action plan • Other? Surveys

  27. Ultimate responsibility • Standard • Unique • Measurement • Penalties SLA’s / KPI’s

  28. Knowledge of Global solutions? • Perform Global Account Management & what does that consist of? • Global Reporting • Charge for GAM? • Charge for data consolidation? • Do you report into another agency GAM? • GAM biggest challenges • Other? Global

  29. Operational/Miscellaneous Duties

  30. Presentation skills • Reporting Analysis • Mobile Apps • Meeting etiquette & management • Industry happenings i.e. Open Booking • Industry and non-industry imposed technology • Project and Time Management • Negotiation and Sales skills • Writing skills • DISC or personality assessments • Advanced MS Office • Excel – basic and advanced (filters, pivot tables, catenation, etc.) • Powerpoint – basic and advanced (animation, templates, adding sounds, etc.) • Word – basic and advanced (mail merges, track changes, tables, effects, smart art, etc.) • Other Training Opportunities

  31. What next?